Catch Refund

For refund cases, adhere to the following procedure:

If the case is Change of Mind (COM):

1. Request a photo of the unopened item.

2. If the box remains unopened or all criteria are met, submit the approval form. Upon approval, proceed with the return by providing the necessary COM instructions.

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3. Request the consignment number and await the arrival of the parcel at the warehouse.

4. Process the refund of the item price to the backend and submit the RMA.

If the case involves a Faulty item, etc.:

1. Offer compensation as a first to second offer.

2. Escalate the case to the Technical team and send a reminder.

3. Await resolution and follow up accordingly. If declined, seek TL approval.

4. Process the refund to the backend and request an RMA.

CATCH UPDATE ON REFUNDS FOR CLOSED ORDERS:

• When a refund is to be processed for a closed order (12 months or older), please do not ask the customer for bank details - all transactions must remain within the platform. In the instance where you have a closed order and require a refund, please email sellers@catch.com.au